Delivering a first class customer service to our customers. You will be coordinating engineer activities nationwide, planning the workload of our engineers up to 28 days ahead to make sure we fulfil our customers’ requirements within the agreed SLA’s. Delivering an excellent level of client liaison to ensure high levels of customer satisfaction. Making sure any required equipment the engineer requires is on site, including Permits and risk assessments is arranged in time for the engineer to attend.

How you will do it 

• Work closely with your manager to support the Service Manager and Field Line Manager to meet the customer expectations.
• Attend daily/weekly/ monthly meeting with service managers and FLM’S on teams to enhance both internal and external working relationships to ensure a clear understanding of how the planning of the RI & PPM’s are looking for the month ahead.
•  Highlight any issues such as high ASH which could affect the delivery of the months plan.
• Plan RI (including DRIE Patches) for all disciplines in your area 28 days in advance and hand over the plan to the Dispatcher/ FLM /SM so everybody has a clear picture of the month ahead.
• Highlight any risks to the monthly plan to your TM & SM
• Arrange any pre- requisites ie RAM’S permits etc and plan visit in the GANT for the engineer from the unscheduled bucket
• Arrange Takeovers & Quotes with customers and put into the GANT so it can be added to engineers schedule.
• Deal with the day-to-day inbound phone calls and email inbox
• Help out other departments if required.

What we look for 

Required 

• Ability to plan and prioritize workloads with a structured approach
• Ability to multi-task and work in a dynamic environment/adjust to change quickly
• Clear communicator with good telephone manner with colleagues and customers
• Computer proficiency with the ability to handle multiple PC applications at once
• Strong sense of urgency, follow-through and attention to detail
• Problem solving and collaboration skills to own and resolve customer issue
• Calm, resilient and flexible with experience in a fast paced service environment
• Ability to make decisions and challenge engineers if needed.
• Excellent time management and commination skills
• Ability to work in a team and on own initiative
• Ability to follow process with strong attention to detail

Preferred

• Previous planning experience